Quality Assurance

Etech Global Services offers BPO quality assurance services to increase sales and enhance customer satisfaction as well as gather important business intelligence.

Quality Assurance is a must for measuring efficiency and effectiveness of business processes. Through our Quality Assurance offering, we assist companies in identifying opportunities and deriving actions to improve their processes, sales conversion and customer satisfaction. We also provide intelligent data with the help of our Call Center Quality Monitoring program that produces insight which will drive business improvements. An effective quality assurance model and plan help us deliver better sales results, improve customer experience, and ensure all regulatory and compliance requirements are met consistently.

All of our business process outsourcing communication is augmented by our quality assurance team to ensure that every interaction is positive and we are continually improving. We also leverage this information to uncover business intelligence data to understand customer perceptions on promotions, pricing and competitive offerings.

You can view your quality metrics at any time through our quality reports and analytics. In a single report, you can easily track quality scores, calibration variance, agent performance, and much more. We also provide a host of ad-hoc reports to meet all of your reporting and business needs.

Our global solution, with onshore, off-shore and near-shore locations, allows us to offer QA support 24/7/365. No matter where your customers live, how they are communicating with you (voice, chat, email, text), or what language they speak - you can be assured that the interaction will be monitored for quality.

We'll partner with you to deliver proactive solutions that help increase customer satisfaction, sales and overall service.

Some of our common quality assurance services include:

Inbound & Outbound Quality Monitoring

Email/Chat Quality Monitoring

Sales Verification

Agent Compliance

Customer Service Audits

Process Compliance Audits

Legal Compliance Audits

Do Not Call Verifications

Our clients have seen the following results with our Quality Assurance Services:

12% Increase in Customer Satisfaction

22% Increase in Average Order Value

35% Reduction in Average Handle Time

45% Reduction in Agent Turnover

200% Increase in Agent Productivity

Contact us today to learn more about our quality assurance services and a proof of concept trial.

Testimonials

"Etech's ability to provide quality B2B leads for SuddenLink Communication's outside Sales Representatives has been fantastic. Their ability to get through the gatekeeper to the decision maker has resulted in very generous conversion rates and great incremental revenue. I would recommend Etech to others in need of sales assistance."

Marketing Business Services,
SuddenLink Communications

"Etech is a very valued partner who ensures a quality interaction with customers resulting in a great customer experience and improved results."

VP of Marketing,
National University

"Through our partnership with Etech Global Services, we have reduced our chat costs and increased conversions and order value. This program has brought in 60% incremental revenue and is a clear winner."

VP of Ecommerce,
Fortune 500 Telecommunications Provider

"Etech Global Services helped us reach our Hispanic customers in a meaningful way. We couldn't be happier with the return on investment results."

Vice President of Marketing, Leading Media,
Entertainment and Communications Company

"The Etech solution has exceeded every one of My Plate's expectations, and has delivered an astounding ROI of 218%"

Sean Kennedy,
Vice President of My Plates

“Etech has become a superb business partner and to say I have been impressed is an understatement. Their on-boarding process for new clients, high caliber sales agents, and training have been excellent.”